Refund policy

RetroGo Return & Refund Policy

At RetroGo, your satisfaction is our priority. If you need to return or exchange an item, our 30-day return policy ensures a simple, transparent, and hassle-free process. Please review the details below for eligibility and specific return scenarios.

1. Return & Refund Eligibility

To qualify for a return or refund, the following conditions must be met:

✔ The product is within 30 days of delivery
✔ The product is in original condition (unused and undamaged)
✔ The product is returned with all accessories and original packaging
✔ Proof of purchase (order number or receipt) is provided

If you receive a damaged, faulty, or incorrect item, please contact us immediately.

2. Refund & Return Process for Different Situations

A. Exchanges (Wrong Colour or Changed Mind)

If you’d like to exchange your RetroGo console for a different colour or model:

  1. Contact us at shopretrogo@gmail.com within 30 days of delivery
  2. Return the item in its original condition, with all packaging and accessories
  3. Once we receive and inspect the return, your new item will be shipped out

📌 Note:

  • Customers are responsible for return shipping costs unless the exchange is due to an error on our part.
  • If your requested exchange is out of stock, we can issue store credit or a refund.

B. Change of Mind Returns

If you simply change your mind:

  • The item must be unused and in its original packaging
  • You’ll need to cover return shipping costs
  • A $10 restocking fee may apply if accessories or packaging are missing

Refunds for change of mind will be processed within 7 business days after we receive and inspect the returned item.

C. Faulty or Defective Items

If your console isn’t working as expected:

  1. Our team will troubleshoot with you via email.
  2. If the issue can’t be resolved, we’ll provide a prepaid return label.
  3. Once confirmed faulty, we’ll issue a replacement or full refund.

📌 Important:
Returns caused by misuse or accidental damage are not eligible for refund or replacement.

D. Damaged on Arrival

If your item arrives damaged:

  • Take clear photos of the product and packaging.
  • Email us within 48 hours of delivery at shopretrogo@gmail.com.
  • We’ll send a prepaid return label and issue a replacement or refund upon inspection.

📌 You may be asked to hold onto the damaged item during the courier’s investigation.

E. Wrong Product Received

If you received the wrong item:

  • Contact us within 48 hours with a photo of the incorrect product.
  • We’ll send a prepaid return label for the wrong item.
  • The correct product will be shipped immediately after we receive the return.

F. Order Never Arrived

If your order shows as “Delivered” but you didn’t receive it:

  1. Check with your local post office and neighbours.
  2. If still missing, contact us within 7 days at shopretrogo@gmail.com.
  3. We’ll investigate with the courier and update you.

If the package is confirmed lost, we’ll issue a replacement or full refund.

📌 Claims made after 7 days of delivery confirmation may not be eligible.

G. Order Cancellation

  • Before Dispatch: You can request a full cancellation and refund.
  • After Dispatch: Wait for delivery and follow the standard return process.

Refunds for cancellations are processed within 3–5 business days.

3. Refund Processing Times

✔ Returns must be requested within 30 days of delivery
✔ Refunds are issued within 7 business days after inspection
✔ Refunds go to the original payment method
✔ Bank processing times may take an extra 3–5 business days

4. Return Address

Once approved, return items to:

📍 RetroGo Returns Department
Attn: Returns Processing (RMA # Required)
New York, NY 14219, United States

📌 Important Notes:

  • Do not return any items without first contacting support and getting an RMA number.
  • Use tracked shipping and keep proof of postage.
  • Returns sent to the wrong address will not be processed.

5. Contact Us

For all refund or return inquiries:

📧 Email: shopretrogo@gmail.com
🕒 Support Hours: Monday – Friday | 9:00 AM – 5:00 PM EST

RetroGo
New York, NY 14219
United States

We value your trust in RetroGo and are committed to making every return and exchange as smooth and fair as possible.